Martha Dorris

Photo of Martha Dorris

Martha A. Dorris is the CEO and Founder of Dorris Consulting International, a consultancy dedicated to enhancing the lives of government customers, including employees, through improved government services. With extensive knowledge of government operations and expertise in citizen services and customer experience, Martha aids governments in increasing their efficiency and effectiveness in delivering exceptional services. She is also the Founder and President of the Public Service Leadership Academy, which aims to cultivate the next generation of leaders.

Key Initiatives and Accomplishments

Martha's efforts encompass various initiatives designed to advance service delivery and customer experience in government:

  1. Service to the Citizen Awards: Recognizing champions of change who demonstrate dedication to service improvement, especially the unsung heroes behind the scenes.
  2. US Cyber Challenge Program: Identifying and training 10,000 future cybersecurity professionals.
  3. Citizen Services Newsletter: Publishing a monthly newsletter to keep stakeholders informed on the latest in citizen services.
  4. "The CX Tipping Point"® Podcast: Sharing success stories from government and industry.
  5. Annual CX Summit: Co-hosting the premier CX Summit with ACT-IAC.
  6. CX Program at the University of Virginia: Co-creating a customer experience program.

Career Background

Martha's post-retirement achievements are built on a 34-year career at the General Services Administration (GSA), where she specialized in information technology acquisition, digital service delivery, intergovernmental solutions, and customer experience.

  • Director of the Office of Strategic Programs (OSP), GSA's Federal Acquisition Service/Information Technology Category (ITC): Martha brought an external perspective to category management and oversaw programs like GWACs, cybersecurity, and cloud solutions.
  • Deputy Assistant Administrator, Office of Citizen Services and Innovative Technologies (OCSIT): Martha played a crucial role in transforming government into a 21st-century digital entity, making services accessible anytime, anywhere, on any device. She drove innovation, open data initiatives, and the creation of shared solutions.
  • Oversight of USAgov: Managed platforms providing information to the public in English and Spanish through multiple channels, including web, phone, chat, email, and social media.

Leadership and Global Collaboration

Martha has held numerous leadership roles within the American Council for Technology (ACT) Industry Advisory Council (IAC), including serving as ACT President from 2007 to 2009. She has been instrumental in creating forums to share knowledge and best practices globally.

  • North American Day Meetings: Facilitated annual meetings where officials from the US, Canada, and Mexico shared knowledge and collaborated on data-sharing projects.
  • International Collaboration: Engaged in quarterly meetings with officials from the US, Canada, Australia, the UK, and New Zealand to address common issues and concerns.

Martha Dorris continues to be a sought-after speaker and thought leader in the field of government customer experience, leveraging her extensive career and ongoing initiatives to drive meaningful improvements in public service.